EMP Customer Service Design Manager (m/f/d) E.ON Drive Infrastructure GmbH

E.ON Energie Deutschland GmbH; Essen; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus

Pension scheme

Training budget

Onboarding gifts

Job summary

E.ON Drive Infrastructure (EDRI) is expanding its international operations and seeks a Senior Operations Manager to design the EMP service model across Europe. You will lead cross-country processes, define escalation paths, and collaborate with AI and product teams to ensure automated yet reliable customer support for our digital E‑Mobility services.

The role requires several years of experience in customer service management, strong KPI discipline, and the ability to align multiple markets

Qualifications

• Several years of experience in customer service management or service operations.
• Experience with service processes across multiple teams or countries.
• Familiarity with customer service platforms, ticketing systems, and knowledge management.
• Experience with AI-supported service or automation of service processes.
• Data-driven mindset using KPIs like resolution rate and handling time.
• Ability to operate in an international matrix organization.

Responsibilities

• Develop cross-country EMP service processes and coordinate market implementation.
• Define service standards, responsibilities, and escalation paths across regions.
• Design AI-supported service model combining self-service, automation, and human handover.
• Coordinate with operations units and partners for complex cases and emergencies.
• Set requirements for the service organization and implement with Global Operations.
• Establish knowledge base and training to keep information up-to-date.
• Support product launches and ensure service readiness with involved teams.
• Analyze KPIs and customer feedback to improve processes and products.
• Add operational requirements to the product backlog and address root causes.

Job description

E.ON Drive Infrastructure (EDRI) is a pan-European market leading charge point operator owned by the E.ON group. EDRI builds, owns, and operates public charging infrastructure for all types of electric vehicles. The company purpose is to build a sustainable world, by providing charging for everyone, everywhere. The team currently employs more than 200 people and operates more than 9.000 public charging points across 11 European countries: Austria, Czech Republic, Denmark, Germany, Hungary, Italy, Netherlands, Poland, Romania, Sweden, and the United Kingdom. Together with location partners EDRI will expand its network by installing 1,000 additional high power charging points per year.

Your mission

Purpose of the Position

You ensure that our customers can use our international E-Mobility offering reliably and receive fast, effective support when they have questions or encounter problems. To achieve this, you develop the EMP-specific customer service and operations processes and embed them in the national and regional Operations units together with the Global Head of Operations. You combine a high degree of automation with clear escalation paths and reliable human support for complex cases and emergencies.

Your Responsibilities

• Develop cross-country EMP service processes—from registration and payment queries to charging issues and complaints—and coordinate market implementation
• Together with Global- and the National Operations, define service standards, responsibilities, and escalation paths, considering local languages, requirements, and operating structures
• Together with the AI Unit, design an AI-supported service model combining self-service, automation, and reliable handover to employees
• With Operations units and service partners, ensure clear contacts and coordinated processes for complex cases and emergencies
• Define requirements for the service organization and work closely with Global Operations on their implementation
• Establish a knowledge base and training processes that provide teams, partners, and AI systems with consistent, up-to-date information
• Support product, feature, and country launches and ensure service readiness with the teams involved
• Analyze service KPIs, customer feedback, and recurring errors to improve processes, knowledge resources, and the product
• Add operational requirements to the product backlog and work with Product Management to resolve root causes sustainably
• In case of an incident, coordinate service handling and customer communication with Operations, Development, and other functions

Your profile

• You have several years of experience in customer service management, service operations, or a comparable role for digital products and services
• You have established or further developed service processes and can implement them across multiple teams, organizational units, or countries
• You have experience working with external service partners and managing service quality and agreed performance standards
• You are familiar with customer service platforms, ticketing systems, and knowledge management, and can formulate business requirements for these systems
• You have practical experience with AI-supported customer service or the automation of service processes and can assess suitable use cases and the necessary handovers to human employees
• You work in a data-driven way and use KPIs such as resolution rate, handling time, customer satisfaction, and cost per case to prioritize improvements
• You can establish binding processes in an international matrix organization and constructively reconcile differing interests
• You combine customer focus with commercial thinking and maintain an overview even during incidents or difficult customer cases
• You are willing to travel regularly within EDRI’s European markets to collaborate with country teams and partners
• You communicate confidently in English. Experience in E-Mobility or with transaction- and payment-related services, is an advantage

Why us?

• People take centre stage: Become part of a dynamic, ambitious and agile team that develops solutions for the eMobility market and be part of our EDRI events
• With us, you get the best of both worlds - 100% start-up with the support of a large company
• The freedom you need: We offer you hybrid working with flexible working hours
• Workation: Enjoy the flexibility to work temporarily from abroad – within the EU
• You will receive a competitive salary with a performance-related bonus
• A company pension scheme is of course also one of the benefits with us
• Sustainable learning opportunities: We support you with a training budget of 5,000 euros per year
• You get everything you need to get started: onboarding with welcome gifts and all the hardware you need

Contact

Diversity counts at E.ON. We welcome all people and are convinced that differences make us stronger. Become part of our inclusive and diverse corporate culture!
Seize the opportunity to become part of our E.ON Drive Infrastructure team and not only create prospects for the future of E.ON, but also for your own.
We look forward to getting to know you!